Role description
Key Responsibilities
- Publishing team stats to the engineers regularly and ensuring timely feedback is given
- Client interaction for process improvement suggestion weekly meetings discussions etc
- Scrub data for variance positive or negative in SLAKPI and other metrics
- Coordinate with service desk and other resolver groups to ensure the technical process issues being faced by the engineers are resolved
- Conduct regular team huddles and share important information with respect to process procedures
- Coordinate with the PM to assign duties tasks for short term project activities ensuring timely completion and capturing specific observations
- Ensuring knowledge management process is followed and any new solution is kept updated within the knowledgebase Also participating in reviewing existing KBs for updates changes
- Other organizations level responsibilities like participating in hiring drives interviews training activities performance appraisals etc
- Team rewards and recognition appreciation to keep existing engineers motivated
- Tracking SLAKPI backlog etc to ensure these are green and in control
- Robust knowledge on service desk reporting on service now ticketing tool
- Hands on experience working and creation of dashboards in service now
Knowledge Skills
- Sound knowledge of ITIL Methodologies best practices
- Good working knowledge of MSWord Excel PowerPoint and Outlook Visio etc
- Technical knowledge of Windows OS various versions O365 Active Directory Citric VMWare basic Networking knowledge
- Hands on experience of working on ITSM tools like ManageEngine ServiceNow BMC Remedy etc
- Excellent customer handling skills fluent in written and verbal communication
- Excellent training coaching and mentoring skills
- Ability to communicate at all levels across the business
- Quick learner and understand the nitty-gritties of a complex working structure
- Good interpersonal skills time management and metrics management
- Ability to multitask and work under pressure in a high paced and changing environment
- Ability to identify process gaps and suggest improvements
Skills
Mandatory Skills : Servicedesk, Windows Server
Good to Have Skills : Jira Service Desk
Benefits
Compensation range: $52,190.00 to $65,000.00 per year
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
